IT Specialist III

CDI Engineering Services•Beaumont, TX

About The Position

The Deskside Technician provides a single point of contact for end users seeking support and maintenance in the organization’s end-user computing environment. The role installs, diagnoses, repairs, maintains, and upgrades end-user devices and equipment to support optimal workstation performance. It also troubleshoots issues in person, through remote tools, by telephone, or via chat, and provides end-user assistance as needed. The position supports end-user technology planning, procurement, deployment, equipment inventory, performance monitoring, and operational documentation. It performs onsite analysis and resolution of complex computer problems, coordinates with network teams and vendors, and may travel to Houston periodically.

Requirements

Excellent technical knowledge of hardware and PC internal components.
Hands-on hardware troubleshooting experience and extensive equipment support experience.
Working technical knowledge of current protocols, operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Ability to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to research PC issues and products as required.
Effective interpersonal and relationship-building skills.
Strong written and oral communication skills, including the ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to prioritize and execute tasks effectively in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Driver’s license in good standing.
On-call availability.
College diploma or university degree in computer science, or equivalent work experience.

Responsibilities

Assist in developing long-term strategies and capacity planning for future end-user device needs.
Support a variety of devices at the primary office and other locations.
Research end-user devices to support standardization and procurement; evaluate and recommend products for purchase.
Write technical specifications for the purchase of end-user devices and related products.
Analyze, diagnose, and resolve complex computer problems onsite; recommend and implement corrective solutions, including offsite repair for remote users when needed.
Document equipment failures, repairs, installations, removals, moves, and changes.
Record and manage equipment sent to repair depots under warranty or service contracts.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
Assess and implement performance upgrades to end-user devices based on software technical specifications.
Collaborate with LAN technicians and network administrators to support efficient operation of the end-user computing environment.
Administer and resolve issues with associated end-user workstation networking software products where required.
Respond to equipment incidents received by phone, service desk tickets, email, or chat.
Complete moves, adds, and changes (MAC) requests submitted by line managers.
Ensure physical deskside connections, including Ethernet and telephone modem jacks and connectors, are working properly.
Prepare tests and applications for monitoring desktop performance and provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
Develop and maintain an inventory of monitors, keyboards, hard drives, network cards, and other components and equipment.
Liaise with third-party support providers and equipment vendors when necessary.
Travel to Houston periodically as needed.